Freshservice reviews

Great ticket-management tool for our Marketing function. 40+ users.

As an IT-ticketing-borne tool, it does not always cater to the needs of a Marketing team. For more sophisticated Marketing planning, collaboration and reporting, we have now started using Freshservice.

Easy customizable ticket creation options with automated routing and responses. Good analytics for tracking ticket metrics.

Ticket routing automation requires a lot of setup but worth it once complete.

It was really easy to use. To Search for any tickets, or for an individual ticket.Has an API that it easy to use. It was used for inventory management. I believe it also has a network scanner.All communication with clients can be done within the App.

Wasn't Azure compatible, or at least we didn't set up that way, so it was another password to remember.

Easy to use interface with great ticket management functionality.

Reporting and analytics features could be more robust and customizable.

The capabilities of this ticketing solution are incredible.
Freshservice is easy to use and flexible.

I do not have dislikes for Freshservice.
Freshservice works so well for us.

focus on simplicity and ease of use
customization options

the discount policy which stipulates that one cannot get a discount if the user number is less than 20 user.

I love how easy it makes it to manage support tickets and requests; while also being able to handle bug, change and release management for the IT Team.

Despite having quite robust automations, some of the automations have limitations that require code or change requests to the FreshService team to be made.

Easy-to-use interface, great for ticket tracking and efficient team collaboration.

Reporting features could be more robust, and it lacks some advanced customization options.

this toll is very easy to use and manage

in my 12 months of use, none so far that I don't like

Freshservice is how we submit requests for assistance to our IT department. It is extremely user friendly, and the department was able to create solutions that employees could search (like FAQ's) to troubleshoot their own issues prior to submitting a ticket. Once a ticket has been submitted, the IT employee receives an email and is able to respond via that email, shortening response time. Tickets are also able to be sorted/filtered easily, making everything feel organized. Personally, I always dread having to bother IT as I'm sure they are kept busy, so I was grateful the process seemed streamlined for them (from a non-IT perspective.)

Luckily, I have not yet had many issues requiring me to submit IT tickets, so cannot say I have experienced a negative.

It is easy to use and i like the workflow automator

Only indian support not able to understand them good

I like the Self service portal and Virtual Agent, With this requestor can easily make Service request through the portal and Virtual Agent helps our requestor on basic troubleshoot problem

Improve the Customer support services , and provide a on site support is better to understanding more in this product

Freshservice contained the features and ability to meet our help desk, ticketing, and purchasing needs.

Time Tracking and Interface to Billing System(s)

Ticket System workflow is the best to use.

it is a learning curve to use the workflow

The ticketing system is organized and easy to use. The automation features save me time.

The reporting feature could be more customizable. The mobile app needs improvement.

The integration too rigid and unfriendly do not have confident to perform the integration

The workflow very rigid do not robust enough for customer to configure to handle customize organization workflow do not have proper implementation notification to customer. Only take action when error report by customer

The help was professional and appropriate informative.

It was rather pleasant and do offer good service.

ease of use. it's very straightforward and easy to catch on to. don't need a user manual to figure out how to use it

mobile app doesn't have the same versatility the web version has, should be updated more frequently.

The ability to log tickets and assign tickets to users and also get notifications soon a ticket is updated with new information

I'm not able to edit my message on a ticket after it has been sent

It’s a great package to manage service desk tickets, problem management and change management. Easy to create and modify workflows.

It’s a great tool but a little pricy. Administrators need a thorough training to leverage all its features.

Freshservice has most of the features you need. It's customisable and expensible to a point which allows for other features to be added.

Some of the UX can be frustrating. The search is very lacking and often doesn't find the results you need. The "Solutions" feature for knowledge management is quite basic and can be frustrating to use.